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The Word

  • Posted : 29/09/2014
  • Name: Richard Griffiths
  • Subject: Grumpy call handler

Comments:

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Customer Comment Details
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Order placed on 19/09/14. Expected delivery on 20th in order to meet deadline of installation by 29th. Notified on 20th of delay of caddy until 26th. No indication if that included or excluded delivery time. No update on 26th. No update on 29th. Had to call and speak to some grumpy boy with v poor customer service skills, who told me that there was no no lead time - could be anytime. Looked at stock levels at other websites and called back to cancel order. Spoke to another grumpy young man who sounded utterly disinterested in anything. Had to ask if I could provide feedback. Also, the website is hideously cluttered, and unfriendly -much like your telesales staff. Won't be buying any hardware for our company from you again.
------------Scan Employee Ref-------- "

Scan's Action

" Hi Richard,

Thank you for your email and comments,

I apologise for the way in which your calls were handled, we pride ourselves on our service and the way in which our staff our trained fully, we are in no way robotic or speak from a script so I was deeply saddened to hear of your dissatisfaction with Scan. In relation to the stock you should have received an automated email update if any item was unavailable I will look at this separately to see why you were not notified of an item out of stock.

I am unable to locate the individuals you spoke to however I have contact all call centre agents with your example to ensure this does not happen again.

Regards, "